How to Nurture Client Trust and Put Them at Ease

It may be a cliché, but it isn’t an exaggeration for someone to say that their wedding day is the biggest day of their life. They can look back on it year after year as the celebration that put a cap on their past and defined the course of their future. So it’s no wonder that they’ll put huge amounts of time, money, and effort into their wedding planning. With all that investment and pressure, of course, comes a lot of doubt, worry, and even panic. There are so many moving parts to handle. What if something goes wrong? They want everything to be perfect, and they only get one chance to nail it.

As an event professional, you know all the vital ingredients of a great wedding, and you’re absolutely certain that you can deliver them. But, people are unpredictable. It doesn’t matter how confident and competent you are. If your client doesn’t trust you, they’ll fight you on all your decisions and be wracked with concern that could ruin the wedding. It’s your job to put them at ease. Reassure them that they can trust you to create their dream wedding. In this post, we’re going to look at some tactics for achieving this. So let’s get started!

Get to Know Them Better Personally

The arrangement with your client is professional, but that doesn’t mean it needs to be dispassionate. You can (and should) get invested in their life. Talk to them casually. Learn about how their relationship began, what kind of life they want to live, and what type of wedding they’ve always envisioned having. What matters the most to them, or to their guests? The more you demonstrate an understanding of their needs, the more they’ll believe you can meet them.

In addition, you should try to give them some insight into your life. I’m not saying you need to divulge your personal secrets! Just talk to them about why you chose that line of work, why it makes you happy to plan events, and even what kind of wedding you would have (or did have, if you’re already married). Any information like that will show them that you actually care about what you do, and aren’t just cynically looking to make some money.

Prove That You Run a Tight Ship

Let’s suppose that you’ve had some good conversations with your client and they’re suitably convinced that you have the right intentions. Does that mean they’ll consider your success guaranteed? No, absolutely no! It’s just the first step. You also need to convince them that your broader operation is not only willing to meet their needs but is also capable of it.

Explain to them how your business runs. What systems are in place to stop things from falling apart unexpectedly? Do you have a project management software in place to easily collaborate with them and neatly track the progress and completion of vital tasks? Is your work schedule neat and free of any conflicts? Do you have payments scheduled to minimize the likelihood of photographers or caterers getting disgruntled and doing their jobs poorly or not at all?

While some tools are worth paying for, you don’t need to spend a fortune on software processes and security measures. The online world is full of free utilities that can do remarkable things with no investment. Without spending a cent, you can automate your payroll (with Wave or Quickbooks), or even share vital files with something like Sync that would satisfy even the most paranoid client.

Pro Tip: We’re firm believers in technology (obviously!). More specifically, we believe in the power of technology to improve your businesses and your quality of life. All from the convenience of just about any connected device. With the integration of the Zapier, you can connect to some of the world’s best, strongest and most popular complementary platforms like Wave, Google, and Mailchimp, to name a few.

Put Them in Contact With Former Clients

Unless you’re just starting out, you’ve worked with various clients before. Assuming the results were good, you should have some testimonials from them, but why not reach out to some of them to see if they’d be willing to talk to your current client? The conversations wouldn’t need to be lengthy. Just a quick call about what it was like to work with you!

Perhaps, most importantly, your former clients could acknowledge that worrying is normal. They surely had some concerns during the planning process and especially so on the days leading up to their wedding. But that’s an inevitable consequence of the significance of the occasion—and not to do with your work. When your client understands that, they’ll have an easier time dealing with the pressure and stress.

Client trust isn’t something to be taken for granted, and when it concerns a big event like a wedding, it can be quite difficult to earn. These three core tactics—engaging with them personally, demonstrating your professionalism, and using proof of your successes—have the potential to win you the benefit of the doubt. So why not try them?

About the Author

Kayleigh Alexandra
Kayleigh Alexandra

Micro Startups is your online destination for everything startup. We’re dedicated to spreading the word about hard-working solopreneurs and SMEs making waves in the business world. Visit the blog for your latest dose of startup, entrepreneur, and charity insights from top experts around the globe @getmicrostarted.

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